Please note that we do not normally accept complaints about matters that happened more than 12 months ago.

The complaints procedure will not be used for those matters for which there is a right of redress through the courts or other body. For example, if you are dissatisfied with the administration of a planning application you should complain to the Council. But if you are dissatisfied with the final decision on your planning application, then you should appeal to the Secretary of State.

Dealing with a complaint is a straightforward process, but in a minority of cases, people pursue their complaints in a way which can either impede the investigation of their complaint or can have significant resource issues for the Council. This can happen either while their complaint is being investigated, or once the Council has finished dealing with the complaint.

The Council is committed to dealing with all complaints equitably, comprehensively, and in a timely manner.

The Council does not expect staff to tolerate unacceptable behaviour by complainants or any customer. Unacceptable behaviour includes behaviour which is abusive, offensive or threatening and may include:

Using abusive, threatening or obscene language in any communications with the Council.

Having unnecessary and inappropriate multiple contact with the Council.

The Council will take action to protect staff from such behaviour. If a complainant behaves in a way that is unreasonably persistent or vexatious, we will follow our Vexatious Complaints Policy. (pdf download).